Operations Manager, Customer Success

Job Summary

A company is looking for an Operations Manager, Customer Success Operations.

Key Responsibilities

• Develop an advanced understanding of applications and serve as an escalation point for complex support issues
• Document and train the Customer Success Operations team on new or updated processes
• Build collaborative relationships with cross-functional teams and leverage SQL for complex customer issue triage

Required Qualifications

• 7+ years of experience in customer service or project management, preferably in healthcare technology or SaaS
• 5+ years of experience in creating and optimizing standard operational procedures
• Strong experience in technical troubleshooting using SQL or creating process documentation
• Experience in a startup environment, especially in healthcare or health tech organizations
• Proficiency in Jira or similar ticketing tools for issue tracking and operational support